The Influence of Emotional Labor on Turnover Intention of Hotel Employees: Mediating Effect of Emotional Dissonance

Based on the theory of emotional labor, this study explored the relationship between emotional labor and turnover intention of hotel staff by constructing intermediary effect model. The employees of different hotels in Guangdong province in China were investigated by emotional labor scale, emotional dissonance scale and turnover intention scale. The results showed that the hotel staff paid more deep acting than surface acting in emotional labor; emotional dissonance and turnover intention were in the middle level. There were differences in the deep acting of employees in education level and job position; emotional dissonance had significant differences in education level; and turnover intention had significant differences in working years. The surface acting of emotional labor had a significant positive correlation with emotional dissonance and turnover intention. Emotional dissonance had a completely mediating effect between surface acting and turnover intention.